Sometimes when I've contacted them there's a response in about 24-48 hours. Other times I've contacted them to report an issue, and there's a response in a week or so. There is a chat / Online Help support link on this page that might get a faster response. The company has received accolades for the excellent support they provide. So maybe try a different support approach.
BIAB & RB2026 Win.(Audiophile), Windows 10 Professional & Windows 11, Sonar Platinum, Cakewalk by Bandlab, Izotope Prod.Bundle, Roland RD-1000, Synthogy Ivory, Kontakt, Focusrite 18i20, KetronSD2, NS40M Monitors, Pioneer Active Monitors
I have the exact same problem. I contacted PG Music about it a few months ago. They were unable to solve the problem. if anybody find a solution , Please let me know
They responded to me within a week, I am having the same problem you are having.Their response did not solve the problem.
See their response below:
"PG Music Technical Support <support@pgmusic.com> Jun 16 Hello Errol,
Are you only having this problem with MP3 files? In the past we've noticed that there are sometimes issues importing MP3 files that occur when the program converts them to WAV for use in the Audio Chord Wizard. Can you try importing a WAV file into the wizard? You could use a free program like Fre:ac to convert an MP3 to a WAV file if you don't happen to have one handy to test.
Thank you, Kallum PG Music Inc. Important Reminder: Please include all previous correspondence when replying to this message."
Last edited by ejrene; 09/06/1608:27 AM. Reason: added email from PG Music
So far I did not have any contact with the support (after one week)
I have tried already importing different files, different format mp3 wav but no improvement I have also impoted from different part of the software from the file Menu the Audio Menu and from the Icon same thing
Wait & see !!!!
Good to know I am not the only one to have such problem
Sorry, I can't find any sign of your email (we would have replied by now). If you send it again to support@pgmusic.com we'll reply as soon as possible.
From the screenshots you posted, it looks like you may have had a project open already that had been generated by the Audio Chord Wizard, but it's a bit hard to tell. That would explain why the Audio track is visible on the mixer, and the style is turned off.
Does the same thing happen if you start a new project (File - New), and then launch the ACW?
Thanks Kent PG Music
*edit*
I've found your emails, and have replied to them. The first one was sent Friday evening after we were closed, and Monday was a holiday. That's why there was a bit of a wait.
In the past we've noticed that there are sometimes issues importing MP3 files that occur when the program converts them to WAV for use in the Audio Chord Wizard.
It's probably not this, but since the comment was made that some MP3's don't work (but others obviously do), it makes me wonder if it's something like the difference between VBR (Variable Bit Rate) versus CBR (Constant Bit Rate) encoding, or maybe a result of the CODEC (Fraunhofer, LAME, MP3Pro, etc) used to create the MP3 in the first place. And of course, is the DEC part of the CODEC on your machine up to the task of decoding the MP3 file?
I would experiment with a variety of files to see what the problem might be.
Just a thought.
John
Laptop-HP Omen I7 Win11Pro 32GB 8TB SSD Desktop-ASUS-I7 Win10Pro 32GB 11TB SATA
I've found your emails, and have replied to them. The first one was sent Friday evening after we were closed, and Monday was a holiday. That's why there was a bit of a wait.
I did not receive any answer yet I have checked my mail box even the spam folder !!! and I have checked in my profile the mail address is OK
To answer your other question regarding the use of different bit rates or VRB encoding all my mp3 are in 320 fix and the same mp3 was working in the bast is no longer working ???
I don't think it is because of an existing project already loaded as it does the same when firt openning BIAB ...
I can't imagine why you didn't get my email. I'll send another email to the address you used to register in the forums as well as to the one you emailed us from.
Just to let you all know you are not alone - I have the same issue won't work for MP3 or WAV files does not work in Real Band either. Not sure when it stopped working but it used to work. My solution was to use CAPO on my IPAD which is obviously isn't too helpful.
I wonder if it's possible to do get into the ACW in a couple of steps instead of all at once? To this end, try the following and see what happens.
Also, the results from the below test might give Kent some added insight since it works through individual steps.
1. Follow 1, 2, 3 on the image below and import an audio to the Audio track. I suggest using a WAV file rather than any other audio format.
Simply select the default values.
2. Once the audio is imported, open the Audio Chord Wizard Utilities (as shown on the image below).
3. When the ACW utilites dialogue box come up as shown below, there should be an "Open Audio Chord Wizard" option as shown below. Click on this and see what happens.
If doing the above still does not get you into the ACW window...
4. Repeat the above and load an audio on to the Audio track.
5. Open the ACW utilities (step #2 above).
6. This time, rather than open the Audio Chord Wizard (step 3), choose "Erase the audio wav file in BB".
This might give the ACW a 'kick' that could be self-correcting.
7. Now repeat steps 1, 2, 3 above and see what happens.
I've posted your screen grab where it appears you are saying that when you are at that screen and hit the 'Play' Button (Highlighted by you in your post) that rather than the song playing, the program goes directly to the ACW Utilities screen which is the second screenshot you posted earlier.
If that is what's happening, the Utility Screen is responding correctly because if the song doesn't play, there is no chord detection nor tempo map created to import into Biab.
That result indicates there may be an issue in the creation or corruption of the Tempmain.wav file that is created by the ACW.
A Tempmain.wav issue could also be involved with a PGMusic support observation in an earlier post that; "From the screenshots you posted, it looks like you may have had a project open already that had been generated by the Audio Chord Wizard, but it's a bit hard to tell. That would explain why the Audio track is visible on the mixer, and the style is turned off."
Just a quick observation... the above screen grab above does not show the full ACW utilities selection.
If the above post is compared with my post immediately before it, it can be seen that the "Open audio chord wizard" button that sits below "Erase the audio WAV..." is not present. (I suspect that this is significant.)
My thoughts are that my above, previous suggestion might better help isolate where the problem is occurring.
I noted that difference between your screeshot and Saxfred's screenshot.
You have the Open ACW button because of the way you are attempting to open the project. You are importing the audio prior to opening the ACW so Opening the ACW button is the next step.
Saxfred was attempting to open the file by opening the ACW first and importing the audio into the ACW. This method creates a TEMPMAIN.WAV file that is used by the ACW to analyze rather than the original file.
What appears to be happening with Saxfred is the ACW is not picking up the TEMPMAIN.WAV file to analyze.
I suspect that the file is either corrupted or maybe more likely, since it happens with all imports, the ACW has lost the path to where the TEMPMAIN.WAV file should be found. I think the ACW is looking in the wrong directory for the TEMPMAIN.WAV file.
If you analyze audio through the ACW and select 'Cancel' rather than 'OK to Send to Biab' - It creates the exact window/message that Saxfred is getting, which occurs because the ACW is cancelling out of analyzing the TEMPMAIN.WAV file for some reason.
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